Jurnal Ilmiah Edunomika (JIE)
Vol. 10 No. 2 (2026): EDUNOMIKA

ANALISIS PERSEPSI KONSUMEN TERHADAP KUALITAS LAYANAN DAN KEPUASAN KONSUMEN DI RESTORAN IKAN BAKAR MBAK TIN PURWOREJO

Andri Nurtantiono (STIE Surakarta)
Sektiyaningsih (Mahasiswa Program Studi Manajemen, Fakultas Ekonomi, Universitas Terbuka)



Article Info

Publish Date
30 Jun 2026

Abstract

This study analyzes consumer perceptions of service quality and satisfaction at the Mbak Tin Grilled Fish Restaurant in Purworejo using a descriptive qualitative research method through a questionnaire completed by 106 respondents. The study demonstrates the measurement of service quality using five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. The results indicate that tangibles have the greatest impact on customer satisfaction, despite all service quality components producing positive results. Furthermore, the dimensions of customer satisfaction also received positive ratings from respondents, including price appropriateness, intention to revisit, and willingness to recommend the restaurant. High customer satisfaction, indicated by good service, encourages customers to return and recommend the restaurant to others. The findings of this study have implications for restaurants in their efforts to improve service quality and maintain customer interest amidst intense competition in the culinary industry. Keywords: Customer Satisfaction, Service Quality

Copyrights © 2026






Journal Info

Abbrev

jie

Publisher

Subject

Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education

Description

Jurnal Ilmiah EDUNOMIKA dengan ISSN 2598-1153, diterbitkan 2 (dua) kali setahun (Pebruari dan Agustus) oleh LPPM STIE AAS Surakarta bekerjasama dengan Pusat Kajian Pendidikan dan Ekonomi (PUSKAPE), Yayasan Keluarga Muslim Al Azarul Ulum Sukoharjo. Terbit pertama pada bulan Pebruari 2017. Redaksi ...